I came across an article written by an employee of a BPO center which is apparently located in the Philippines. (article does not say). I feel the article makes a great read for those of us who hire center reps and sometimes wonder how the call center representative might feel about his or her job.
It is well understood that working for a a BPO center is often times not looked upon favorably by those who are working in it. The outsourcing industry has had very high staff turnover rates for years ( 50 % and more used to be the norm).
Turnover (churn) is much higher in areas of phone customer support (lower employee satisfaction) or sales then in IT related functions (higher employee satisfaction). The caveat is therefore that there is a need to differentiate between the individual employees and their job functions. Not every situation can be painted with the samae brush.
Everyone has aspirations and so does the author of this article. He initially felt that his aspirations had been crushed by working at the BPO center but slowly came around to see the positive and finally walked away valuing the experience.
What makes the article an interesting read is the human side of it. It provides insight as to what the person motivated and how he felt about his work environment. Reading it allows to draw important lessons for those who are in charge of outsourcing operations.
Staff turnover rates have been falling consistently in the Philippine's Outsourcing/BPO industry and are now down to levels which are similar to the US. (see a blog post dealing with turnover rates here).
There are a few lesson to be learned from that article, which, when applied correctly, will boost employee morale, reduce staff turnover and make for an all around better BPO center environment.
Consequently, for the user of outsourcing services certain Key Performance Indicator's such as client complaint rate, client retention rate, revenue per customer, just to name a few, should improve.
Article Can Be Found Here - Leaving The BPO Industry With Pride